Phone tag with @ATTHelp

Before I continue my little rant at ATT, let me say that we did finally get our upgrade from DSL to fiber, and the technician who came out was very friendly and helpful. I have no complaints about him, though I did have a terrible experience the first time. And now I’m stuck in customer service limbo.

As you can see if you read the post linked above, we waited all day for the service tech to arrive the first time, only to have him cancel and claim that he had called us (which he hadn’t). So we got bumped to the end of the line and made to wait two weeks for the next appointment. Along the way, I’ve been in touch with ATT customer service through @ATTHelp on Twitter and through their website chat feature. At the time, when I told them about the terrible service I had received, I was promised that they would offer me a deal to compensate, once the upgrade was installed. Now, that appears to be another lie. Here’s the transcript, where Hernando promised a deal as compensation for the poor service I received.

ATTChatTranscript1

It’s now a week after our installation, and no word from Hernando. @ATTHelp did respond after a couple of days, and after I sent them the transcript above they said they would “review your compensation options.” As usual, though, then they disappeared with complete radio silence. Here’s the last I heard from them:

Screen Shot 2020-04-08 at 6.17.21 PM

Last night, I got a call to my cell phone, which I just tried to return. According to her message this is someone in ATT’s president’s office. Maybe we’re getting somewhere? Or will we keep playing phone tag? Delva is supposed to call me back within one business day. We’ll see what happens!

Published by Kendall Dunkelberg

I am a poet, translator, and professor of literature and creative writing at Mississippi University for Women, where I direct the Low-Res MFA in Creative Writing, the undergraduate concentration in creative writing, and the Eudora Welty Writers' Symposium. I have published three books of poetry, Barrier Island Suite, Time Capsules, and Landscapes and Architectures, as well as a collection of translations of the Belgian poet Paul Snoek, Hercules, Richelieu, and Nostradamus. I live in Columbus with my wife, Kim Whitehead; son, Aidan; and dog, Aleida.

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